Notifications

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Description

Customer administrators can set a Now Support (HI) user to inactive. This is useful if, for example, a user no longer works for the company.

Also, if a user does not log in to Now Support for the following number of days, their account is automatically deactivated:

  • Commercial customers: 90 days
  • Federal customers: 60 days

Users can contact their customer administrator to request that their account be activated again. 

You cannot delete users, but you can change a user's status to inactive. ServiceNow keeps all users in the Now Support administration database with either an active or inactive status. This approach allows us to retain the user reference on cases, problems, and changes.

Deactivating a user

  1. Navigate to hi.service-now.com.
  2. Do one of the following:
    • Enterprise and Express customers, click Manage Accounts > Users List
    • ServiceWatch customers, click Self-Service > Administration > Manage Users
  3. Click a Name.
  4. Click on the contextual menu and select Deactivate user.


    Enterprise customers click Deactivate user in Now Support (HI)

Activating a user

  1. Navigate to hi.service-now.com.
  2. Do one of the following:
    • Enterprise and Express customers, click Manage Accounts > Users List
    • ServiceWatch customers, click Self-Service > Administration > Manage Users
  3. Click a Name.
  4. Click on the contextual menu and select Activate user.
  5. Enter the user's email address and click Activate.

Article Information

Last Updated:2020-09-22 00:40:44
Published:2020-09-22